Most of the time people write reviews of auto repair businesses to criticize or complain, myself included.  However, I have had such an experience today with VIP that I felt compelled to respond in writing to the company.  Below is my message to them:

To Whom it May Concern:

(Please Pass this on to The “Big Boss” on my behalf)

I want to tell you all about the outstanding service I received this morning in Claremont, NH.  I went in for what I expected to be a complicated oil change.  I had tried to have it change the previous week only to find the drain plug was stripped and would just spin in place.  Well, in the process of changing the oil the technician accidentally left our air suspension system engaged, this resulted in rupturing the rear airbags.  Here’s the part I really want to compliment:

The young lady who had made my appointment and a man–I assume the store manager–approached me in a very professional and conciliatory way that reminded me of a doctor entering a waiting room with really bad news.  They explained what had happened and assured me that the needed repairs would be taken care of as soon as possible.  In addition, the oil change–which had not been as complicated as I had anticipated–would be free of charge.  Tomorrow afternoon they will fix the car and I’ll be back on the road.

My point is that I have been treated poorly before by various mechanics.  A friend of mine recommended that I try VIP, even though it is a slight distance from my home in Vermont.  My first internal response when the staff approached me was a fear that they were going to give me a list of things that needed to be repaired.  The way that they managed a difficult situation and the care they showed to me in that moment has earned VIP my family’s continued patronage. 

Well Done VIP!

Please feel free to pass this on to the Claremont location and share as you like.  I will be telling as many as I can about our experience and the exceptional care of the staff there.

Sincerely,
Dave (& Andie) Bentley
Springfield, Vermont